To kick off the Digital Service Network’s (DSN) summer event series, Let’s Get Digital, the DSN heard from the State of Arizona on their efforts to transform government services through a strong collaboration between information technology (IT) and digital service functions.
On July 16, members of the Digital Identity Community of practice gathered to learn how peers are gathering beneficiary feedback on their experiences with accounts and proving their identity.
The team introduced an AI assistant for benefits navigators to streamline the process and improve outcomes by quickly assessing client eligibility for benefits programs.
The team developed an AI solution to assist benefit navigators with in-the-moment program information, finding that while LLMs are useful for summarizing and interpreting text, they are not ideal for implementing strict formulas like benefit calculations, but can accelerate the eligibility process by leveraging their strengths in general tasks.
This FormFest profile highlights Riverside County’s pilot of AI-powered interviews that streamline benefit applications, reducing bureaucratic burden on families in crisis while freeing caseworkers to focus on human connection.
A panel of experts discuss the application of civil rights protections to emerging AI technologies, highlighting potential harms, the need for inclusive teams, and the importance of avoiding technology-centric solutions to social problems.
Across the United States, a number of state and local governments are embarking on digital transformation efforts. This case study is part of the Beeck Center’s Digital Service Teams project, which is learning how leading government digital service units are introducing new approaches to service delivery. Beeck Center researchers are documenting work as it happens, including analyzing challenges and opportunities, and disseminating this information to benefit both the people of New York City and collaborators in other governments.
